Customer Service & Operations Support Agent

About The Company We are hiring on behalf of our client, here a little about them in their own words: We are the UK’s fastest growing car cleaning marketplace enabling car owners to look after their vehicle without wasting precious time queuing at car washes. Over 4000 customers have booked our mobile car cleaning partners to come to them and we’re now growing across the whole of the UK. Our growth is built on our incredible cleaning partners whose commitment to delivering great service is the reason we’ve earned a rating of 4.7 out of 5 on Trustpilot.

We are now expanding across additional service ranges such mechanics and body repair - creating a seamless one stop shop for all car care and maintenance needs. Role & Responsibilities:

The overall aim and responsibilities of the Marketplace Support Agent is to: Ensure smooth day to day operations of the marketplace through customer service and partner support.

Work closely with the supply team to ensure their accounts are reflective of their business needs and requirements.

Capitalise on upsell opportunities through excellent customer service opportunities and inbound leads to promote business profitability Envisage, implement and conduct marketing campaigns & strategies to boost company visibility and support business growth,

Customer / Partner Operational Support Monitor operations from booking placement, through to completion. Amend bookings as per Partner / Customer requests Communicate with customers and technicians to provide technical support where necessary Monitor quality control and company SLAs are adhered to Handle complaints or objections in a diplomatic and rational manner Manage finances such as money transfers, cancellation fees, upsells. Manage Subscriptions Supply (Technician) Management Work closely alongside technicians to ensure they operate within our framework and SLAs Enforce SLA breaches where necessary Liaise with technicians to answer questions and manage bookings Edit the Service Provider & Technician accounts where necessary Assist with account set up and onboarding for new technicians when necessary Monitor supply territories, to help identify areas with surplus / insufficient supply and package offerings Upselling Capitalise on sales opportunities through inbound leads for valeting services Send quotations, make bookings and manage payments (supported by senior team aka pete) Systems Intercom Automate (developed in-house) Stripe Outlook Google Sheets Whatsapp Work Schedule Tuesday to Saturday, 8am to 5pm UK day time (approximately 1.30pm to 10.30pm IST) Remunerations & Benefits Annual CTC: 5.5 - 7 LPA 20 days annual leave + 11 bank holidays Company laptop provided